Unlocking the future of support with LLM-enabled virtual agents using Now Assist

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Organizations aim to improve efficiency, cut costs, and boost customer satisfaction. HCLTech partnered with ServiceNow to rethink support operations. Implementing an LLM-enabled Virtual Agent (VA) Topic using Now Assist has transformed ServiceNow's handling of SNCA queries. SNCA provides virtual desktops to agents for troubleshooting customer instance. Previously, L1 teams handled repetitive tasks like password resets and other basic queries. Now, the LLM-enabled VA offers immediate, human-like responses, freeing L1 agents for higher-level issues and help ServiceNow towards Zero Service Desk.